Airport Operations Lead - Guest Experience

VIP Hospitality, LLC

Orlando (FL)

On-site

USD 65,000 - 90,000

Full time

17 hours ago

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Job summary

VIP Hospitality LLC at Orlando International Airport invites applications for an Assistant Operations Manager to lead a 100+ member customer service team in a 24/7 environment. The role focuses on exceptional passenger experiences, staff development, and daily operational support in collaboration with GOAA to ensure safety and hospitality standards.

The position is salaried and full-time, requiring coaching, real-time issue resolution, and strong communication with airport partners.

Qualifications

5+ years of managerial experience in customer service or hospitality.
5+ years in customer service operations.
Experience leading large frontline teams in fast-paced, high-volume environments.
Strong team development, coaching, and performance support.
Excellent client and employee relations; handle conflicts professionally.
Exceptional customer service and hospitality mindset.
Willingness to work nights, weekends, and holidays when needed.
Ability to stand/walk 10+ hours in large terminal areas.
Proficient in English communication.
Able to pass background checks and obtain airport badges.

Responsibilities

Lead, schedule, and oversee 100+ person customer service team in 24/7 operation.
Coach and develop frontline ambassadors; provide performance feedback.
Support daily ops, staffing, and coverage for peak and irregular operations.
Collaborate with GOAA on safety initiatives and drills.
Ensure adherence to airport security, safety, and policies.
Prepare shift reports and incident logs; review performance metrics.
Plan staffing for holidays, events, irregular ops, and seasonal traffic.
Communicate clearly across shifts; participate in management meetings.